Guest Relations Officer

Job title:

Guest Relations Officer

Company

NHS

Job description

We are recruiting a Guest Relations Officer for our Chelsea branch in London. Providing a responsive and caring reception and administrative service to our patients and health care teams, you will gain experience of delivering customer service at the highest level. There will be a level of supervision and the opportunity to take on courses to develop within the Royal Marsden. We also offer a package of benefits. You will need to work flexible shifts from 0740 to 2000 Monday to Friday.Main duties of the jobThe post holder will be responsible for ensuring hospitality and housekeeping issues are attended to and are of highest standards and will report any discrepancies to the Front of House team in the first instance. The post holder will be expected to adopt a professional and caring attitude, offering patients and relatives a high standard of customer service, alongside colleagues with a polite and courteous manner in all aspects of communication. A uniform will be worn at all times to ensure a neat and professional appearance.To work closely with all levels of medical/nursing, clinical support and administration staff to ensure a high level of communication is maintained and a seamless patient pathway.To liaise with the Private Care Accounts team with regards to financial status of each patient attending clinic, ensuring all patients flagged for payment or registration are directed to the Private Care Centre prior to theirappointment or procedure. Ensure that patients without funding in place are not called through for a consultation until the funding is resolved.About usThe Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals – one in Chelsea, London, and one in Sutton, Surrey – as well as a Medical Daycare Unit in Kingston Hospital.At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That’s why the pursuit of excellence lies at the heart of everything we do.At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.Date posted24 January 2025Pay schemeAgenda for changeBandBand 3Salary£29,485 to £31,088 a year Per Annum Inc HCASContractPermanentWorking patternFull-timeReference number282-P168-AJob locationsThe Royal Marsden Hospital ChelseaChelseaSW3 6JJJob descriptionJob responsibilitiesFor further information on this role, please see the attached detailed Job Description and Person Specification.

• To manage a high volume of patients with complex needs on a daily basis, both face-to-face and over thetelephone.
• To meet and greet all patients and visitors to the Outpatients department in a professional, courteousand friendly manner.
• To deal proactively and effectively with a wide range of enquiries from clinicians, nurses, and administrative colleagues, escalating to other staff when appropriate.
• To ensure that all patient details are checked on the patients arrival and updated on the system i.e. ethnic, GP or sponsor, demographic, address and copying of letters.
• To follow the opening and closing guidelines for each department and ensure enhanced patient experienceby following greetings templates used for answering the telephones and welcoming patients.

Job descriptionJob responsibilitiesFor further information on this role, please see the attached detailed Job Description and Person Specification.

• To manage a high volume of patients with complex needs on a daily basis, both face-to-face and over thetelephone.
• To meet and greet all patients and visitors to the Outpatients department in a professional, courteousand friendly manner.
• To deal proactively and effectively with a wide range of enquiries from clinicians, nurses, and administrative colleagues, escalating to other staff when appropriate.
• To ensure that all patient details are checked on the patients arrival and updated on the system i.e. ethnic, GP or sponsor, demographic, address and copying of letters.
• To follow the opening and closing guidelines for each department and ensure enhanced patient experienceby following greetings templates used for answering the telephones and welcoming patients.

Person SpecificationAttainmentsEssential

• Educated to a good standard of education to GCE/GCSE Level
• Good working knowledge of PC applications and computer literate

Desirable

• Customer Care course.
• AMSPAR or equivalent medical terminology qualification

ExperienceEssential

• Substantial previous reception or customer services experience in a high-performing environment
• Ability to make decisions, organize and prioritise workload in light of unexpected events or changing priorities using own initiative.
• Ability to handle sensitive information without compromising confidentiality or trust
• Ability to work under pressure and independently without direct supervision

Desirable

• Experience of working in a hospital or healthcare environment
• Experience of providing a private care service
• Previous experience within a cancer setting

Job related skillsEssential

• Advanced keyboard skills with a high degree of accuracy for data input. Fluent user of Microsoft packages.
• Ability to communicate effectively in both written and spoken English to a wide range of people.

Desirable

• Ability to use Royal Marsden HIS/EPR system
• Knowledge of Medical Terminology (ideally within a cancer setting)

Personal skillsEssential

• Fluent in English
• Outstanding communication and interpersonal skills, ability to deliver information in a clear and concise manner
• Commitment to self-development
• Commitment to promoting equality and diversity in the workplace and in service delivery
• Highly professional in manner, with a commitment to deliver exceptional customer service and patient experience
• Willingness to work flexibly and to go above and beyond duties as required
• Strong and motivated team player with a proactive approach to problem solving
• Excellent interpersonal skills with ability to work closely and effectively with staff at all levels within the organisation. Able to deal confidently and professionally with queries from other departments and consultants supplying services and patient sponsors (insurance companies, embassies).
• Self-motivated to provide a good quality of work
• Ability to maintain effectiveness, remain calm under pressure and cope with unexpected demands

Person SpecificationAttainmentsEssential

• Educated to a good standard of education to GCE/GCSE Level
• Good working knowledge of PC applications and computer literate

Desirable

• Customer Care course.
• AMSPAR or equivalent medical terminology qualification

ExperienceEssential

• Substantial previous reception or customer services experience in a high-performing environment
• Ability to make decisions, organize and prioritise workload in light of unexpected events or changing priorities using own initiative.
• Ability to handle sensitive information without compromising confidentiality or trust
• Ability to work under pressure and independently without direct supervision

Desirable

• Experience of working in a hospital or healthcare environment
• Experience of providing a private care service
• Previous experience within a cancer setting

Job related skillsEssential

• Advanced keyboard skills with a high degree of accuracy for data input. Fluent user of Microsoft packages.
• Ability to communicate effectively in both written and spoken English to a wide range of people.

Desirable

• Ability to use Royal Marsden HIS/EPR system
• Knowledge of Medical Terminology (ideally within a cancer setting)

Personal skillsEssential

• Fluent in English
• Outstanding communication and interpersonal skills, ability to deliver information in a clear and concise manner
• Commitment to self-development
• Commitment to promoting equality and diversity in the workplace and in service delivery
• Highly professional in manner, with a commitment to deliver exceptional customer service and patient experience
• Willingness to work flexibly and to go above and beyond duties as required
• Strong and motivated team player with a proactive approach to problem solving
• Excellent interpersonal skills with ability to work closely and effectively with staff at all levels within the organisation. Able to deal confidently and professionally with queries from other departments and consultants supplying services and patient sponsors (insurance companies, embassies).
• Self-motivated to provide a good quality of work
• Ability to maintain effectiveness, remain calm under pressure and cope with unexpected demands

Expected salary

£29485 – 31088 per year

Location

Chelsea, South West London

Job date

Mon, 27 Jan 2025 07:19:05 GMT

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